Enterprise Customer Success Manager

About Fable

Global enterprises work with Fable to make products more accessible for over one billion people who live with disabilities. Our customers include global leaders like Walmart, Slack, and Shopify. Fable was featured on the Forbes Accessibility 100 list in 2025, awarded Fast Company’s Most Innovative Companies in Design, and has received accolades from global entities like the World Summit Awards and the UN-endorsed Zero Project.

About the role

Fable is seeking a world-class Enterprise Customer Success Manager to own a portfolio of our enterprise customers. Working directly with top global brands, the ideal candidate has experience and passion for building strong relationships with champions and decision-makers and helping customers achieve meaningful business outcomes.

This role plays a critical part in driving Fable’s mission to empower people with disabilities to participate, contribute, and shape society, by helping customers practice inclusive product development.

In this role, you will own the customer journey end-to-end — from onboarding and adoption through renewal — and act as the primary point of accountability for retention, identifying expansion opportunity, and long-term customer value.

For this role, we are looking for applicants within the Vancouver and Greater Toronto Areas that can work within North American time zones. If you believe that you match the majority of this job description, we highly encourage you to apply!

Requirements

Adoption & growth

Establish yourself as a trusted advisor throughout the customer journey from adoption to renewal hosting meetings, business reviews and managing risk mitigation

Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their company objectives with Fable

Proactively analyze customer usage and engagement to identify risks and expansion opportunities to actively grow your book of business and reduce churn risk

Renewal & commercial management

Own the renewal process end-to-end for your portfolio, preparing and managing commercial documentation including renewal proposals and order forms

Coordinate with Legal, Security, Finance, and Sales to support contract and procurement processes

Apply creative, value-driven problem solving to renewal conversations, crafting win-win outcomes for customers and the business while managing renewal timelines proactively to reduce risk and avoid surprises, meeting retention (GRR) and growth (NRR) targets

Advocacy

Build strong, multi-threaded relationships across customer organizations

Drive customer advocacy and identify opportunities for references and case studies

Advocate for customers internally by synthesizing feedback for product and roadmap discussions

Cross-functional alignment & support

Partner with Platform Support and Innovation teams to ensure seamless customer experiences

Collaborate with Sales, Product, Marketing, and Finance to deliver retention outcomes

Contribute to improving Customer Success processes, playbooks, and engagement strategies

Key qualifications and assets

3+ years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role

2+ years managing enterprise customer relationships

Experience supporting renewals, commercial discussions, and cross-functional deal coordination

Experience using or experimenting with AI for research, preparation, follow-ups, analysis, or workflow automation

Demonstrated ability to adapt and evolve ways of working with AI tools to drive new approaches, improve processes, and increase day-to-day efficiency

Experience working in a startup or scale-up environment

Proficiency with CRM and CS platforms such as HubSpot and Planhat (or equivalent)

You must be

Willing to learn about accessibility and follow inclusive design practices

Open to doing things you’re good at a little bit differently (like leveraging accessibility features in PowerPoint)

Open to working in a fast-moving team

Willing to learn new tools and adjust quickly

Able to work within bounds of North American time zones, Eastern Time preferred

Nice to haves

Prior experience with accessibility is an asset but not required

Our values

To lead, listen first

You amplify voices that are less often heard and create space for those voices to grow. The quality of an idea doesn't correlate with the loudness of someone's voice.

The brain is a muscle

If you're going to do something, you will do it well. Practice often and rest when needed. Give your mind what it needs to thrive.

Unlearn to learn

What did we learn growing up, and what do we need to unlearn? It's essential to understanding our personal bias and position so that we can grow.

Benefits

What’s in it for you?

At Fable, you’ll join a collaborative and mission-driven environment where you’ll work with people who care deeply about building a more inclusive digital world. We offer benefits such as stock options, career growth opportunities, professional development support, health and dental coverage, and more.

Accessibility accommodations

Fable is an inclusive workplace. If you are facing any accessibility requirements or concerns regarding the hiring process or employment with us, please fill out this form or email us at and include the subject line “Accessibility accommodation for QA Automation Engineer job application.”

Pay range

$100,000 – $131,250 the on-target earning salary band is designed to reflect the range of skills and experience needed for the position and is subject to change. The final salary is based on relevant skills, experience, and internal equity. This posting reflects an existing vacancy. Artificial intelligence (AI) tools may be used to support part of the recruitment and selection process. However, all hiring decisions are made by our hiring managers.